6947 Mortara Ct. § Vallejo, Ca 94591 § 707.337.1009 § maperseveranda@yahoo.com

Software Developer, Commercial IT, Genentech, South San Francisco, CA

November 2012 - Present

• Administer and monitor the corporate funding request application, Genentech Funding Request System (GFRS) on Salesforce.com instance

• Manage users, profiles, permissions, rules, queues, licenses, dashboards, reports, templates, page layouts and workflows for GFRS

• Design, code and configure changes according to GFRS project release requirements in Salesforce.com instance

• Maintain application data and verify data integrity using various tools SOQL, Oracle SQL, MS SQL

• Maintain configurations for GFRS in all sandbox and coordinate changes to production environments in Salesforce.com

• Provide knowledge for business end users for GFRS best practice usage including training, documentation and support as necessary

• Face to face weekly meetings with the business to ensure agreed service of daily operations utilizing cloud sharing tools; gMail, gCal, gDocs, Cisco webex

• Investigate defects, propose fixes or enhancements and implement changes for projects based on business needs

• Lead and train offshore operational team by supervising ticket handling, creating support plan/operational documentation, determining Service Level Agreement metrics and measuring metrics through Business Objects for GFRS

• Collaboration with other IT groups on interfaces to GFRS Salesforce.com system; SAP Finance, HR systems

• Support for internal Commercial Training Development(CTD) departments applications; Podcast server, Perception On Demand, gCal Room Wizard

• Managed vendor supplied services for GFRS and CTD; Drawloop, Perception

System Specialist, Genentech, Redwood City, CA

July 2005 – November 2012

• Diagnosed and resolved hardware and software(Mac/Windows) issues via phone and deskside using a breadth of technologies for both local ~13000 users and remote ~20000 users in a 24/7 global support environment

• Supported of computers, tablets, peripherals, printers, mobile devices (iPhone, iPad, Blackberry, PDA, Treo)

• Supported audio and video conferencing; Webex, GoToMeeting

• Supported home networking connectivity; DSL, cable, wireless, VPN

• Subject matter expert for company applications as go-to person and providing training: Common HR Information System SAP, Livelink, Bomgar, Genepool, Mobile Iron mobility, PlanSource, User Experience web support, SAP

• Managed new hire classes in 2008 as Lead Trainer including interviewing, hiring and mentorship of new hires

• Consistently resolved over 80% of all incoming calls

• Authored over 100 Primus Knowledge Base entries with input on additional entries helping to increase overall team first call resolution

• Collaborated with quarterly rotational roles in various internal departments by providing support, documentation and training facilitation

System Specialist continued, Genentech, Redwood City, CA                                  July 2005 – November 2012

Ø       Third Level Device and Desktop Support

§ Handled Level 3 Escalations from desk side and performed Root Cause Analysis of trending defects

§ SQA for company Windows and Mac Operating System upgrade deployments on all current hardware models and maintaining test labs

§ Software packaging via Microsoft SCCM, JAMF Casper Composer and Adobe Application Manager

§ Administration of entire corporate Macintosh user data backup system

§ Mac to Active Directory JAMF Administration

Ø       Account Management

§ Provisioning and deprovisioning LDAP, Livelink and GMP Trackwise applications user accounts

§ System Administration for user access, roles and privileges

Ø       Livelink Administration Level 2

§ System Administration of Livelink file collaboration space for users and group access

Ø       SAP SQA Team

§ SQA testing by performing Software Test Plans on SAP systems and role access verification

Tier II Technical Support, SBC Internet Services, San Ramon, CA

August 2004 – July 2005

• Diagnosed and resolved software and network issues by providing technical support to internal/external clients in a call center environment

• Consistently resolved over 90% of all incoming calls

• Configured Redback and Juniper routers with RAD tools

• Coordinated with internal departments for hardware configurations and dispatching client onsite support

Validation Engineer, PMT Services, San Ramon, CA

September 2003 – August 2004

• Coordinated Validation projects at Bayer site, updated/reviewed Standard Design Descriptions and designed Software Test Plans

• Analyzed and facilitated validation of HVAC systems, LN2 Freezer skids, and water purifier systems

• Trained new employees on Computer Validation CFR 12.§ Trained new employees on Computer Validation CFR 12

Programmer, MyTME, Milpitas, CA

May 2004 – July 2004

• Engineered Lead Retrieval System application to be used at CISCO tradeshows

• Provided IT Support for MyTME/CISCO in San Francisco

IT Specialist, OneBPO, Newark, CA

March 2003 – September 2003

• Designed company network and coordinated migration by building Primary Domain Controller with Microsoft Advanced Server 2000, Active Directory, and Microsoft Exchange 2000 server

• Assembled and deployed new Windows 2000 workstations from basic components

• Administered servers and provided IT support for all individual user desktop hardware and software

Languages

Apex, C/C++ (inc. OpenGL), Java, PHP, PL/SQL, HTML, Visual Basic

Hardware

Cisco Catalyst 2900/1900, Netopia/Cayman 3220/3546/3346, HP Procure Switch 2524-J4813A, Efficient/Siemens 5861/5260/5360/5100A/B, Panasonic Hybrid Voice System KXTA6241,

Linksys B/G Wireless Router, Mac Airport Extreme Base Station

Software

SOQL Explorer, Jitterbit, Toad for Oracle, SOAPUI, Sublime, Mavensmate, JIRA

Microsoft: Access 2000/2003, Office 2000/03/07/10 suite, Project, Outlook; Adobe: Acrobat, Photoshop, Macromedia: Dreamweaver, Flash

Applications

Microsoft: SQL Server 2008/2010/2012; Active Directory 2000/2003, Exchange Server 2000/2003, Peoplesoft CRM Database, HP ALM, HPSM, XAMPP for Windows, Apache 2.0.50, MySQL 4.0.20, PHP 4.3.7, TCP/IP, POP SMTP, Remedy ARS 5.0

OS

Unix, Linux, HPUX, Windows ME/98/2000/XP/7, Mac OS: 9/X(10.1-10.7), Cisco IOS